Total Wine & More is the largest independent retailer of fine wines in the U.S. and operates 100 stores in 15 states. But the fast-growing retailer had a problem, and it had nothing to do with spirits.
Like many businesses, Total Wine & More found that their aging IT helpdesk solution was unable to keep pace with today’s rapidly escalating demands. Staff could input tickets, but those requests were often missing vital information or languished in the wrong queue. Getting meaningful reporting meant Total Wine managers had to export data and manipulate it in Excel. They had a backlog of 500 service tickets, and morale on the desk was low.
But in less than 60 days, all of that changed. Total Wine & More turned to FrontRange HEAT Service Management, and soon found themselves with a helpdesk solution built for today’s IT needs.
With FrontRange HEAT Service Management in place, Total Wine & More received 300 fewer service calls in the first quarter of operation. They cut down on misassigned tickets by 90%. And they empowered their users with easy-to-use dashboards and helpful reporting tools.
“Our users love the new HEAT system,” says IT service desk manager Candice Peacock. “Managers love having the information they need in easy-to-use dashboards and reports. Our retail employees can easily see if there is an outage with a key system, such as point-of-sale, and what they should use as a workaround.”